FREQUENTLY ASKED QUESTIONS
How do I send you my artwork?
Just upload your artwork on the checkout page, either select ‘choose file’ or drag and drop the files into the upload area and click submit. Alternatively, please use www.wetransfer.com to send the files to firstname.lastname@example.org with your order title as the subject.
Can I change my order?
You can change your order right up until your order status shows "Printing", you will receive a confirmation email of when this happens. After this stage please contact customer services on 0800 043 0025 and we’ll do our best to help you.
What is your cancellation policy?
Due to the bespoke made-to-order nature of printed matter the Customer shall not be entitled to a "cooling off" period to cancel the Work ordered. Once a proof has been approved, cancellation is not possible as the printing process will have begun. If the goods are lost in transit or if boxes are noticeably damaged on arrival, please contact us within 24 hours and never sign for damaged boxes. If your printed product is faulty, we will offer you the choice of a replacement or a full refund. If you are unhappy with your print for any reason, please contact us as soon as possible and we will do our best to put things right. Our returns/cancellation policy does not affect your consumer rights.
When will I receive my order?
It all depends on the product you’ve ordered. Business cards, letterheads and leaflets will take only take a couple of days to print. More complicated products such as brochures and products with special finishes will take longer, normally around 5–7 working days. Please remember to allow a couple of days for delivery. If you need something in a hurry, then please contact us and we’ll do our best to meet your deadline.
How can I pay for my order?
All orders placed through the website can be paid with a credit or debit card using WorldPay or PayPal, you do not need a PayPal account to do this. We also accept payment via BACS into our account although this can take a couple of days to clear.
Is VAT included in the price?
VAT is included on most of prices on our website apart from standard unlaminated flyers and leaflets which are zero rated in most cases. However there are some exceptions. VAT is chargeable if your flyer or leaflet is used to obtain a discount on goods or services, e.g, using the words '55% off with this flyer'. VAT is chargeable if your flyer or leaflet is used as admission to premises, e.g using the words 'free entry with this leaflet' or similar. VAT is chargeable if the flyer or leaflet has an area designed to be written on. We do not charge VAT by default on flyers as they are mostly zero rated. If we receive artwork and VAT is applicable, we will contact you for payment of the VAT due.
What does GSM mean?
GSM stands for grams per square metre and relates to the weight of the paper. The higher the GSM the thicker the paper. If you’re unsure what paper is best for your job then we’d only be happy to advise. E.g. 150gsm is like normal paper, 250gsm is very thin card and 350gsm is a thicker card, similar to a post card.
What is lamination?
Lamination is a coating that can be applied to your print. It gives a different appearance and feel. A gloss lamination will be super shiny and a matt lamination will give a flat appearance. If you’re unsure what to choose then we can help and advise you on the best option.
Can I order bespoke quantities or sizes?
Yes, what we have on the website is only a small part of the printing we can offer. We have multiple options on papers, size, quantity, binding methods, finishing (spot colours, spot UV, foiling, die cutting etc.) and distribution. Please contact us for a bespoke quote.
What if I am unhappy with my order?
In the unlikely event that you’re not 100% happy, then please contact us and we'll do our best to put things right. Remember, you can order with confidence as all our work is covered by our 100% Quality Guarantee.
How can I produce my artwork?
Any of the major design packages work great such as Adobe Creative Suite. You can even produce it in Microsoft Word or Publisher. If you don’t have artwork and need help creating your design then we do have an in-house graphic designers that would be more than happy to do this for you. The price depends on the complexity of the design.
Will you check my artwork?
We check all artwork to make sure it’s set up correctly, this a totally free service. We’ll advise on any issues that may be present in the artwork. We will also send you a proof to approve before any printing occurs so you can fully check the document and have peace of mind. Ensure you check the proof very carefully as this is what will be printed. Pay particular attention to grammar, spelling, image resolution (how clear they look) logos and colours. It is your responsibility to ensure that all spelling and grammar in your files is correct.
How do I approve my proof?
If you have uploaded your artwork to the website just check both sides on the proof in accordance with the proofing guide and approve. Once you have placed your order your artwork will go straight into the printing process. If you require printed proofs prior to printing, please indicate in the comment box when uploading your artwork on the checkout page.
How much do you charge for delivery?
Delivery to mainland UK is completely free of charge, the price you see is the price you pay, it’s that simple! All our packaging is unbranded - handy if you you don't want your client to know you're ordering from a third party.
What if my order arrives damaged?
In the unlikely event that your print arrives damaged, take a photo of the damage and contact us immediately, we'll do our best to help and put things right.
We pride ourselves in offering the best quality service to all our customers. Contact us on any of the below for help or advice.